Desktop Support Technical Lead Desktop Support Technical Lead …

Cognizant
in Hong Kong
Permanent, Full time
Last application, 12 Oct 20
Competitive
Cognizant
in Hong Kong
Permanent, Full time
Last application, 12 Oct 20
Competitive
Desktop Support Technical Lead
Roles & Responsibilities:

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  • Technical lead for Onsite Deskside/Mobility Field support in providing ITIL based Incident Management, Problem Management and Request fulfillment services
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  • Managing the daily operations (Work assignment - unassigned queue management)
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  • Ensure team delivering as per the agreed scope and contractual agreements (SLA/KPI's)
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  • Collaborate with Regional IT Managers, Servicedesk, Network and other Resolver Groups (to identify Left shift initiatives, Training opportunities, Ticket avoidance opportunities and Sharing the best practices) in understand the impact for Deskside due to upcoming network/application maintenance/upgrades
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  • Driving the team, customer meetings and track action items for closure along with delivery manager
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  • Coordinate with team and SME's to perform Root Cause Analysis for top/new issues
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  • Deep dive analysis of top contributors, propose service improvements and identify automation opportunities
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  • CSAT analysis (ticket closure survey responses) and Customer escalation management
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  • Manage projects (AD-HOC requests on user/system moves) and allocate resources
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  • Perform ticket quality audits and share feedback to Analysts
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  • VIP (Executives) white glove support (based on demand)
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  • Act as a Technical Lead in resolving new/unknown issues and document the solution.

Requirements:
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  • 5+ years Experience in providing end user support on multiple computer platforms: MAC, Windows, Linux and mobile devices
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  • Provide basic support for multiple enterprise applications including: e-mail, calendar scheduling, word processing, spreadsheets, presentations, Internet browsers
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  • Experience with creating, modifying, and updating images/patches as well as other methods of OS installation
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  • Experience in providing services to users spread across multiple locations and collaborating remotely with staff in remote locations
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  • Experience with creating and managing accounts in Active Directory and Exchange
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  • Operating System - Expertize on Win10, enterprise image install and OS troubleshooting to isolate the issues. Exposure with Mac Support
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  • Hardware - Core HW support experience for Dell/Lenovo branded Laptop & Desktops including troubleshooting & isolating issue and perform parts/service calls for Santa Clara and Remote users
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  • Client Software - Experience with MS Office 2016 and Office 365, Symantec Antivirus, other applications bundled with user machines
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  • Mobile Apps - Basic install and troubleshoot native app.
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  • Good knowledge of various hardware types and form factors
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  • Expert knowledge of Windows operating systems and Microsoft Office suite of applications
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  • Knowledge of network configurations: LAN, Wireless and VPN
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  • Excellent with procedural and process-oriented documentation
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  • Ability to communicate clearly with technical and non-technical audiences, both written and verbally
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  • Very good customer service and interpersonal skills
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  • Ability to prioritize tasks among many competing requests
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  • Ability to work in a team environment



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